Shipping policy

Order Cancellation/Modification Policy 

• Customers have 8 hours after the order is placed to request cancellation, modification, or carrier changes. 
• Requests received outside of this timeframe are not guaranteed accommodation. 
• We do offer expedited shipping for additional fees, but only through direct email requests. 
• Please send any and all shipping/order requests as quickly as possible after placing your order to support@theduabrand.com and be sure to reference your order number in the subject line of the email for faster turnaround time. 
• Once an order has been assigned a tracking number, it cannot be cancelled. 
• Please be aware that our offices are open Mon-Fri 9am-5pm and closed on weekends/holidays or during inclement weather when it is unsafe to travel. 

Shipping Charges (Within the U.S.):

• Free Shipping: Orders with a net cart value of $65 or more (after discounts) qualify for free delivery.
• Shipping Charges for Orders Under $65:
  • USPS: $7
  • UPS Ground: $10
  • FedEx 2-Day: $15

Shipping Policy 

• Our standard processing times are 3-5 business days, which does NOT include the date of purchase, weekends, or public holidays. 
• Occasionally, during very heavy sales periods (such as those around major public holidays, Vault openings, or highly anticipated new release dates) our processing time can extend beyond 5 business days. 
• If your order is placed during heavy sales periods, you may refer back to the website main page or contact support for the most up-to-date processing timeframes. 
• You will receive a confirmation e-mail when your order is placed, as well as when your order ships. The shipping email will contain carrier and tracking information. 
• Packages valued at $250 USD or more will require an in-person signature for delivery. 
• Most packages are delivered to the mailbox or front door of the address provided; However, it is ultimately up to the courier to determine final delivery. 
• You may opt to have your package rerouted to a convenient pickup location if you will not be home for your signature delivery, or if you do not wish to risk your package being stolen before you return.  
• To do this, create a free online account with the carrier and use your tracking info to request alternative delivery. 
• Please note that USPS is currently the only carrier charging for this service, FedEx and UPS will do this at no cost to you. 

Freight Forwarding Services Disclaimer for International Customers: 

• At The Dua Brand, we offer complimentary domestic shipping. Consequently, all orders with the same shipping address may be consolidated into a single package to optimize shipping costs. 
• For our international customers using Freight Forwarding Services in the United States, please email us at support@theduabrand.com immediately after placing your order.  
• This will help us ensure that your order is not inadvertently combined with another international order using the same Freight Forwarding Service. 
• If you do not notify us, there is a risk that your order may be merged with another customer's order using the same forwarding service.  
• The Dua Brand cannot be held responsible for any issues arising from such combinations, including loss or non-receipt of orders, and we will be unable to replace any orders affected by this. 
• Additionally, if any items are missing from your shipment received from the freight forwarder, The Dua Brand will not be responsible for said items as there is no way to prove the forwarder did not open the package and remove any contents prior to sending the package to you.

Route Package Protection and Packages Lost/Damaged/Stolen 

• The Dua Brand is proud to announce our partnership with Route Package Protection to assist our customers with package delivery issues. 
• If you purchased Route Package Protection for your order, please file a claim directly with Route to resolve issues related to being lost/damaged in transit or stolen if photographic proof of delivery is provided by the carrier. 
• For information on how to file a claim, please use the link below. 
• https://shoppers.help.route.com/hc/en-us/articles/6027109569943-How-to-file-a-claim 
• Orders that are placed WITHOUT Route package protection purchased will not be replaced, refunded, or given store credit if the package is damaged, lost, or stolen. 
• Please be aware that Route Package Protection only offers replacement or Store Credit as resolution to package issues. 
• Packages shipped via UPS or FedEx that DO NOT have Route protection added at checkout may be replaced upon claim approval by the carrier. 
• Orders with claims that are NOT approved will NOT be replaced, and the claims process can take several weeks to complete. 
• FedEx claims take up to 14 days, while UPS claims can take up to 60. 
• Claim submissions with FedEx and UPS are limited to a 60-day window, and any issues reported outside of this timeframe are not eligible for claim submission and therefore will not be replaced. 
• Orders shipped via USPS are NOT covered under any kind of inherent insurance and will not have claims filed with the Postal Service. 
• Products that arrived damaged inside, but the packaging is not visibly damaged on the outside, can be submitted to support@theduabrand.com for review and resolution. 
• If your package is missing items, please send photos of EVERYTHING you received including: the shipping packaging, your original packing slip, and all items received. 
• To expedite assistance with missing items, please provide the aforementioned items as attachments to your original email and be sure to reference your order number in the subject line. 
• Customers not covered by Route Package Protection have 7 days from the date of receipt to report any/all issues with their order to be considered for replacement or store credit. 

International Shipping Liability Disclaimer 

• The Dua Brand gladly provides worldwide shipping; however, all international shipments are at the liability of the buyer.  
• The Dua Brand is NOT responsible for variables such as delays, VAT, or any other taxes or expenses at customs required to import your items, nor will we refund you for any such expenses..  
• It is the customer’s responsibility to be aware of their country’s customs, VAT, and any other tax rules before purchasing.  
• We will take all the appropriate steps to ensure the proper declaration, but if for any reason the packages still do not clear, The Dua Brand is not responsible for reshipping your items. 
• Refunds on international purchases will not be given if the cost of return shipping fees exceeds the amount paid for the items. 
• Please be aware that a delivery SURCHARGE may apply to certain addresses.  
• The Dua Brand will invoice international buyers if the charge is applied to their shipment during the shipping process of the order. For FedEx, the surcharge is called “ODA” Out of Delivery Area, and DHL is called “RAS” Remote Area Surcharge and it applies to shipments outside of regular delivery areas for these carriers. This usually affects packages going to rural areas (Islands, Remote Mountain villages/towns, etc.) where a special charter plane is needed to deliver the package.  
• The surcharge does not apply to everyone, and it depends on your specific area within the country.  
• Surcharges are constantly changing, so be aware that previous orders that had no surcharge MAY suddenly incur one in future orders. 

Legal Jurisdiction & Brand References

• This website operates under the laws of the United States, including allowances for comparative advertising and nominative fair use.
• The Dua Brand does not offer sales or shipping to customers in the European Union (EU).
• All references to third-party trademarks, brand names, or products are made solely for comparison and descriptive purposes.
• All trademarks are the property of their respective owners.
  The Dua Brand is not affiliated with, endorsed by, or sponsored by any of the brands mentioned on this website.